System and method for storing and transferring information tokens in a low network communication

ABSTRACT

A system ( 10 ) and method ( 40 ) are provided permitting cookie files to be used with telephonic customer premises equipment (CPE) ( 12 ). The caller CPE ( 12 ) can be an intelligent telephone adapted to generate, store, transmit and receive cookie files. The cookie files can include information tokens describing a caller profile. The CPE ( 12 ) can provide a template cookie file upon request from a called party during a conversation between the caller and called party. The template file can then be transmitted to the called party and modified. The modified cookie file can then be returned to the caller CPE ( 12 ) for future use during subsequent calls to the called party. The cookie file can reduce the processing time of calls placed to automated dial-up service centers and also reduces its computer resources required by the service system.

RELATED APPLICATIONS

This application is a continuation from U.S. patent application Ser. No.10/464,998, entitled “System and Method for Storing and TransferringInformation Tokens in a Low Network Communication” filed Jun. 19, 2003,now U.S. Pat. No. ______; which is a continuation of patent applicationSer. No. 10/053,037, filed on Jan. 18, 2002, now U.S. Pat. No.6,643,361; which is a continuation of patent application Ser. No.09/655,475 filed Sep. 5, 2000, now U.S. Pat. No. 6,385,309; which is acontinuation of patent application Ser. No. 09/248,613, filed on Feb.11, 1999, now U.S. Pat. No. 6,154,528.

TECHNICAL FIELD OF THE INVENTION

The present invention relates generally to telecommunications, and inparticular, to a method and system for passing information tokens to andfrom customer terminal equipment.

BACKGROUND OF THE INVENTION

Many organizations and businesses provide services and information usingtelephonic interactive voice response (IVR) and/or automated calldistribution (ACD) systems. As is known in the art, these systemsiterate a caller through a menu of voice prompts to gather informationfrom the caller. Typically, the caller can enter the requestedinformation by either spoken response or touch-tone dialing. In the caseof an IVR system, the entered information is used to provide anautomated service to the caller, such as the playback of pre-recordedinformation, or the automated sale of goods or services. In an ACDsystem, the caller information can be used to route the caller to aspecific operator and/or to provide caller information to the operatorprior to servicing the call. Although conventional IVR and ACD systemsrepresent a significant improvement over manually-operated dial-upservice centers, repeat callers often find the interactive menus to betiresome and overly time-consuming. Specifically, on subsequent calls,repeat callers typically find themselves entering much of the same dataentered during earlier calls, such as their names, addresses, phonenumbers, and the like.

To overcome the problem of repetitive data entry, information servicesystems have been developed that store personalized information ofindividual callers. U.S. Pat. No. 5,694,459 discloses an informationservice system that stores personalized profiles for callers. The'5,694,459 system relies on a unique identifier received during callsetup to automatically retrieve the caller's profile. The profile caninclude generic information about the caller, such as name, address, orthe like, as well as particular information about the caller's previousselection or use history. Accordingly, the pre-existing profiles canreduce call processing delays and eliminate redundant data entry forrepeat callers.

However, the '5,694,459 system suffers a drawback in that it must storeand maintain profiles for a multitude of callers. This not only requiressubstantial computer storage resources, but also presents a problem ofmaintaining the data integrity of the profiles. For example, a caller,having previously used the service, may move, causing a change in homeaddress and phone number. This would require the service provider toupdate the caller's profile. As such, storing caller profiles within theservice system can increase operating costs. Accordingly, there is aneed for a method and system of providing an automated dial-up servicethat enjoys the benefits of caller profiles, but reduces the burden ofmaintaining and storing such profiles.

BRIEF DESCRIPTION OF THE DRAWINGS

The invention is pointed out with particularity in the appended claims.However, other features of the invention will become more apparent, andthe invention will be best understood by referring to the followingdetailed description in conjunction with the accompanying drawings, inwhich:

FIG. 1 is a block diagram illustrating a telecommunications system inaccordance with an embodiment of the present invention;

FIG. 2 is a flowchart diagram illustrating a method of operating thesystem of FIG. 1 in accordance with an embodiment of the presentinvention;

FIG. 3 is a detailed block diagram illustrating an exemplary embodimentof the caller customer premises equipment (CPE) shown in FIG. 1;

FIG. 4 is a flowchart diagram illustrating a method of operating thecaller CPE of FIG. 3 in accordance with an embodiment of the presentinvention;

FIG. 5 is a block diagram illustrating a telecommunications system inaccordance with another embodiment of the present invention;

FIG. 6 is a block diagram illustrating a telecommunications system inaccordance with a further embodiment of the present invention;

FIG. 7 is a detailed block diagram illustrating the caller CPE shown inFIG. 6; and

FIG. 8 is a block diagram illustrating a telecommunications system inaccordance with another embodiment of the present invention.

DETAILED DESCRIPTION

The present invention relates to interactive telecommunicationsservices. To overcome the above described limitations of conventionaltelephonic service systems, the present invention uses a data file or“cookie” file in the context of the telephone service. A “cookie” fileis essentially a computer-readable data file containing informationtokens, which can represent caller information, preferences, or thelike. A caller customer premises equipment (CPE), such as an intelligenttelephone, can be adapted to store cookie files, create generic cookietemplates, and transfer and receive cookie files to and from remotedial-up service systems. The remote service system can be likewiseadapted to utilize caller cookie files.

A cookie file can contain generic information, such as the caller'sname, home and/or business address, phone number, e-mail address, or thelike. In addition, a cookie file can be created and stored for eachparticular remote service system. In such cases, each cookie file couldinclude information pertaining only to the particular remote service, aswell as the generic information normally included in the cookietemplate.

An advantage of a telephone service using cookie files is that repeatcallers would not be subjected to manually re-entering data every timethey call. Another advantage is that service providers would not berequired to store and maintain caller profiles. A further advantage isthat callers could easily update generic information in cookie fileslocally stored in the caller CPE.

Turning now to the drawings, and in particular to FIG. 1, there isillustrated a telecommunications system 10 in accordance with anembodiment of the present invention. The system 10 includes a caller CPE12, a caller voice-over-data (VOD) modem 14, a telephone network 15, acalled party CPE 24, and a called party VOD modem 22.

The telephone network 15 can include a public switched telephone network(PSTN) 18, a caller central office (C0) 16 and a remote CO 20.

The caller CPE 12 can be any terminal device adapted to store, transmitand receive cookie files, such as an intelligent telephone, a videophone, a computer, or the like. An intelligent telephone is a terminaldevice 15 that provides conventional telephony voice service inconjunction with computer-based functionality, such as the ability totransfer and internally store data files. The VOD modems 14, 22, permitvoice and data from the CPEs 12, 24 to be simultaneously transferredover the telephone network 15.

The CPEs 12, 24 can communicate with the VOD modems 14, 22,respectively, using a standard interface, such as an RS-232 interface, apersonal computer (PC) parallel port, a PC bus, a universal serial bus,or the like. The VOD modems 14, 22 can communicate with the COs 16, 20using a conventional analog local-loop, an integrated services digitalnetwork 25 (ISDN) interface, or the like. The modems 14, 22 can includeconventional jacks or connectors for providing a detachable interface tothe telephone network 15.

The VOD modems 14, 22 can be implemented using commercially-availableVOD modems, such as the MRi-1456 advanced simultaneous voice-over-data(ASVD) modem, available from MRi (UK) Ltd., of Wembley, England. Such amodem can be connected to the CPEs 12 or 24 using a conventionalperipheral components interface (PCI) bus.

The COs 16, 20 can be local exchange offices providing conventionaltelephone services, such as switching and call routing, to the callerand called party. The exchange offices 16, 20 can communicate via thePSTN 18.

The called party CPE 24 can be any telecommunications terminal deviceadapted to request and receive one or more cookie files from the callerCPE 12. In addition, according to one aspect of the invention, the CPE24 can modify received cookie files by adding, changing, or deletinginformation tokens contained therein, and then returning the modifiedcookie files to the caller CPE 12.

An information token is a computer-usable representation of a piece ofinformation. For example, a token can represent a name, address, 15number, letter, keystrokes, time, file name, software variable, or thelike. A cookie file can include one or more information tokens.

The called CPE 24 can be a dial-up caller service system interfaced tothe VOD modem 22 so that the service system can simultaneously transfervoice and data over the telephone network 15. For example, the servicesystem can be a conventional personal computer (PC) or communicationsserver including an MRi ASVD modem card, a conventional analog telephonecard for providing phone service to an operator, and a software programfor reading and writing cookie files to and from the caller CPE 12 viathe VOD modems 14, 22 and the telephone network 15. The software programcan also cause the service system to modify the cookie files, as well asstore the received cookie files internally within the service system.

FIG. 2 shows a flowchart diagram of a method 40 of operating a system 10in accordance with ail embodiment of the present invention. In step 42,a call placed from the caller CPE 12 is connected to the called partyCPE 24. The call is connected via the VOD modems 14, 22 and thetelephone network 15.

In step 44, a conversation between CPE 12 and CPE 24 is established. Theconversation can be a communications session between the caller andcalled party involving the transfer of voice and/or computer databetween the CPEs 12, 24. Next, in step 46, a request is made by thecalled CPE 24 to establish a data connection for accessing cookie filesstored on the caller CPE 12. The data connection can be established by acommand issued from the called CPE 24 to its VOD modem 22, causing theVOD modem 22 to initiate a data transfer session with the caller VODmodem 14.

After establishing the data connection, the called party may request acookie template (step 48). The request can be a digital instructiontransmitted by the VOD modem 22 simultaneously with a voiceconversation. Upon receiving the digital instruction, the caller CPE 12would respond by generating and transmitting a cookie file templatecontaining generic caller information (step 50).

In step 52, the called party can update the cookie template file withinformation specific to the service provided and return the updatedcookie to the caller CPE 12. In step 54, the caller CPE 12 can store thecookie file internally.

During subsequent calls, the called CPE 24 can retrieve the updatedcookie file from the CPE 12. This permits the caller to forego repeatedentry of previously entered data or information tokens when subsequentlycalling the service provided by the CPE 24.

FIG. 3 shows a detailed block diagram of the caller CPE 12 of FIG. 1.The CPE 12 can include a microprocessor (uP) 60, a memory 64, a modeminterface 62, a smartcard interface 64 and a bus 67. Also included inthe CPE 12 is a telephony circuit 68 for providing conventional analogphone service.

The microprocessor 60 can be any microprocessor, microcontroller, or thelike, such as one from the x86 family of microprocessors from Intel,Corp., or the PowerPC™ family of microprocessors from Motorola, Inc. Thebus 67 can be a conventional microprocessor bus such as a peripheralcomponent interface (PCI) bus, ISA bus, ESA bus, or the like. The memory64 can be any type of computer memory, such as a random access memory(RAM), flash memory, hard drive, zip drive, floppy drive, or the like.

The modem interface 62 permits the CPE 12 to communicate with the VODmodem 14. Although the modem interface 62 is shown as being included inthe CPE 12, one of ordinary skill in the art will readily understandthat the modem interface 62 can be included in the VOD modem 14 itself,or alternatively, that the VOD modem 14 can be included internallywithin the CPE 12.

Cookie files can be stored in the memory 64, or alternatively, in anexternal memory, such as a smartcard 66. The smartcard 66 can be anycommercially-available smartcard, contactless or contact, insertableinto smartcard interface 65 of the CPE 12, such as a Multi-Function CardMCF/4K, from IBM Corporation. The smartcard interface 65 can include acommercially available smartcard reader, such as the GC1400 SmartcardReader, from Gemplus, Corp. for reading ISO 7816 compliant smartcards.One of ordinary skill in the art will appreciate that the GC1400 can bereadily configured to interface to a conventional microprocessor bus,such as the bus 67.

The telephony circuit 68 can include conventional circuitry forproviding analog telephone service. Voice signals received from thelocal-loop interface are converted by the telephony circuit 68 foraudible presentation to the caller. In addition, the circuit 68 canprovide standard end device functions, such as ring detection andgeneration, dual-tone multifrequency (DTMF) dialing, line termination,power supply conditioning, and the like. The telephony circuit 68 caninclude an ARCOFI Chip, Part No. PSB2163, manufactured by SiemensCorporation. In such an embodiment, the ARCOFI Chip can be readilyinterfaced to the microprocessor 60. The ARCOFI Chip also provides aninterface to a standard loudspeaker 69.

The memory 64 can store a software program executable by themicroprocessor 60 for providing the functionality of creating, storing,and transmitting cookie files.

FIG. 4 illustrates a flowchart diagram 70 depicting the operation of theCPE 12 in accordance with an embodiment of the present invention. Themethod 70 can be implemented using computer instructions included in theabove-mentioned software program routine executable by themicroprocessor 60.

In step 71, the CPE 12 monitors the modem interface 62 for a cookieread-request transmitted by the called party CPE 24. The read-requestcan include an identifier corresponding to a particular cookie file ortemplate stored in CPE 12. Upon receiving the read-request, themicroprocessor 60 can retrieve the requested cookie file from either thesmartcard 66 or memory 64 (step 72). The cookie file is then transferredvia the telephone network to the called CPE 24.

In step 73, the CPE 12 monitors the modem interface for a cookie filewrite-request. A write-request is transmitted by the called party CPE 24indicating that it is ready to transmit a modified cookie file forstorage in the caller CPE 12. In step 74, the CPE 12 receives and storesthe modified cookie file. The cookie file is received by the CPE 12 atthe modem interface 62. The microprocessor 60 causes the modem interface62 to transfer the incoming cookie file via the bus 67 to either thesmartcard storage 66 or the memory 64.

FIG. 5 illustrates a telecommunications system 80 in accordance with analternative embodiment of the present invention. In addition to thecomponents shown in FIG. 1, the system 80 of FIG. 5 includes a server 86communicating with the called party CPE 24 via a communication network84. The server 86 can be a conventional personal computer (PC), or anyother computer or communications server capable of storing cookie files.The network 84 can be a conventional local area (LAN) network, such as aTCPIIP-based communications network, Ethernet, Token Ring, or the like;or alternatively, a wide area network (WAN), such as the globalInternet, an asynchronous transfer mode (ATM) network, SONET, or thelike. Among other things, the cookie server 86 permits the CPE 24 tostore backup copies of the caller cookie files for later use by theservice provider. FIG. 6 illustrates a telecommunications system 100 inaccordance with a further embodiment of the present. Generally, in thisembodiment a digital subscriber line (DSL) communication protocol isused in conjunction with the PSTN to provide simultaneous transfer ofvoice information and cookie files. The DSL protocol can be eitherasymmetrical or symmetrical. The PSTN 106 carries voice information,while the WAN 108 can carry digitized cookie files. The system 100includes a caller CPE 102, a caller local central office 104, a PSTN106, a WAN 108, a called party local CO 15 110 and a called party CPE112. Although depicted as video phones, the CPEs 102, 112 can be anyterminal device adapted for using cookie files in accordance with thepresent invention, such as the CPEs 12, 24 of FIG. 1. The CPEs 102, 112can include asymmetrical digital subscriber line (ADSL) modemspermitting simultaneous voice and data communication therebetween.Information from the customer premises is transferred to the local COs104, 110 over a conventional twisted pair analog local-loop.

The DSLAMs 118, 124 can be implemented using commercially availablecomponents such as the Fastlnterne™ DSLAM system, available from Orckit,Ltd., of Tel Aviv, Israel. Such a DSLAM can be interfaced directly tothe WAN 108. The WAN 108 can be a conventional TCP/IP network, such asthe global Internet, an asynchronous transfer mode (ATM) network, SONET,or the like.

FIG. 7 illustrates a detailed block diagram of the caller CPE 102 shownin FIG. 6. The CPE 102 can include an asymmetrical digital subscriberline (ADSL) modem 120, conventional analog telephone circuit 122, amicroprocessor 123 and a memory 124. The ADSL modem 120, memory 124, andmicroprocessor 123 communicate via a conventional microprocessor bus126, such as PCI bus. Analog signals representing DSL data and voice arereceived over the local-loop by the ADSL modem 120 and analog telephonecircuit 122. The ADSL modem 120 converts incoming signals to digitaldata signals that can represent the cookie files, while the analogtelephone circuit 122 is responsive to voice signals.

The ADSL modem 120 can be implemented using a commercially availableADSL modem operating in conformity with the Universal ADSL Workgroup(UAWG) standard G.992.2, customarily known as G.Lite.

Alternately, a symmetrical DSL modem can be used in place of the ADSLmodem. As one of ordinary skill in the art will readily appreciate, insuch an arrangement, splitters are typically included in the CPEs andCOs to filter data signals and voice.

The telephony circuit 122 can provide the same functionality asdescribed earlier for the telephone circuit 68 of FIG. 3.

FIG. 8 illustrates a block diagram of a telecommunications system 200 inaccordance with another embodiment of the present invention. The system200 includes an advanced intelligent network (AIN) 202, the caller CPE12, the PSTN 18, a telecommunications switch 214, and the called partyCPE 24. A first telephone line 216 and a second telephone line 218permit simultaneous calls at the called party CPE 24.

The AIN 202 includes a service management system (SMS) 204, a switchingcontrol point (SCP) 206, a signal transfer point (STP) 208, a switchingservice point (SSP) 210, and a service nodelintelligent peripheral(SN/IP) 212. The AIN uses common channel signaling (CCS) forcommunication between the SMS, SCP, STP, and SSP. CCS is an out-of-bandsignaling method that utilizes packet-switched networking to allowmessages to be transported on a dedicated high-speed data network,separate from the subscriber voice and data communications path. The CCSutilizes the Signaling System No. 7 (SS7) protocol to send messagesbetween the AIN elements regarding call setup, line status, calleridentification, and other network services, including AIN inquiries. Theuse of SS7 in an AIN is well known to those skilled in the art. Also, asis known in the art, the SN/IP 212 and SSP 210 can communicate using anintegrated services digital network (ISDN) interface. AIN elements,suitable for implementing an embodiment of the present invention arecommercially available from several vendors and are known to thoseskilled in the art. For example, the functionality of the SSP 210, asdisclosed herein, can be implemented using any AIN compatible switch,such as a 5ESS switch, available from Lucent Technologies, Inc.; theSN/IP 212 can be implemented using a Compact Service Node, availablefrom Lucent Technologies, Inc.; and the STP 208 can be implemented usingan STP available from Nortel, Inc. In the system 200, data filescontaining information tokens can be stored within the AIN 202 ratherthan at the caller CPE 12. Retrieval and storage of cookie files storedwithin the AIN 202 can be accomplished as follows. A caller can initiatea call to the called party CPE 24 from the caller CPE 12. The call isrouted by the SSP 212 to the remote switch 214 via the PSTN 18. Thecalled party CPE 24 receives the incoming call over line 216. Duringcall setup, caller identification information can be transferred fromthe SSP 210 to the called party CPE 24. The caller information caninclude a 10-digit phone number identifying the caller CPE 12.

During the ensuing conversation between the caller CPE 12 and calledparty CPE 24, the CPE 24 can place a second call over line 218 to accessa cookie file stored within the AIN 202. The second call is routed bythe switch 214 to the SSP 210 via the PSTN 18. The SSP 210 then connectsthe call to the SN/IP 212. The SN/IP 212 can include a modem forcommunicating with the CPE 24. During this second call, the callerinformation about the caller CPE 12 is provided to SN/IP 212, which inturn sends a message to the SCP 206 requesting the retrieval of a cookiefile corresponding to the caller information and any other parametersincluded by the called CPE 24. Service logic within the SCP 206 accessesa database of cookie files according to the information received fromthe SN/IP 212. The database can be included locally within the SCP 206,or elsewhere within the AIN 202, such as in the SN/IP 212. Afterretrieving the requested cookie file, the SCP 206 returns theinformation to the SSP 210 in a message. The SN/IP 212, transfers thismessage, using a modem, to the called party CPE 24 via the PSTN 18,switch 214 and second line 218.

In an alternative arrangement, the CPE 24 can communicate with theswitch 214 using an ISDN interface. In this arrangement, voice data canbe carried on the bearer channel of the ISDN connection, while cookieretrieval signaling can be carried on the signaling channel of the ISDN.This permits simultaneous voice and data transfer to/from the CPE 24.The CPE 24 can be adapted to transmit SS7 messages via the ISDNinterface. These messages can be directly passed from the switch 214 tothe STP 208 over SS7 link 209. The SS7 messages can contain callerinformation and information about CPE 24 for retrieving a cookie filefrom the SCP 206 specific to the CPE 24 and the particular caller. Uponreceiving the message, the STP 208 forwards the request to the SCP 206.In response, the SCP 206 returns a cookie file to the CPE 24 using theSS7 channel.

In another arrangement, the CPE 24 can be adapted to directlycommunicate with the STP 208. In this case, the CPE 24 can use an SS7channel (not shown) to directly send a cookie request to the STP 208,bypassing the switch 214.

Upon receiving the cookie file, the CPE 24, can modify the contentsthereof and return the modified file to the SCP database in a mannersimilar to that used to originally retrieve the file.

The CPEs disclosed herein represent examples of specific embodiments ofthe present invention. Accordingly, it will be apparent to one ofordinary skill in the art that the CPEs can be equivalently implementedusing hardware components only, software components only, or anycombination of hardware and software components. For example, thefunctionality of the CPEs can be implemented using one or moreapplication specific integrated circuits (ASICs), designed or configuredto perform the CPE functions as disclosed herein. Alternatively, the CPEfunctionalities can be implemented using a combination of discreteanalog and digital hardware components.

In addition, the CPEs can be configured to accept an article ofmanufacture, such as a computer-readable storage medium that containssoftware components in accordance with the present invention. In sum,there has been disclosed herein a system and method that permits datafiles to be used with telephonic customer premises equipment (CPE).Because the method and system as disclosed herein can include CPEscapable of storing and transferring cookie files, it reduces the burdenof maintaining customer profiles at dial-up service centers. Moreover,since profiles can be stored in CPEs at the caller's premises, thecallers can readily update their profiles to maintain data integrity.

Obviously, many modifications and variations of the present inventionare possible in light of the above teachings. Thus, it is to beunderstood that, within the scope of the appended claims, the inventionmay be practiced otherwise than as specifically described above.

1. A method of providing caller information for use in telecommunications system, the method comprising: during a first telephone call from a caller: obtaining caller information associated with the caller; placing the caller information in a data file; and providing the data file to the caller for storage; during a subsequent telephone call: obtaining the data file from the caller to determine the caller information; updating the data file if the caller information is modified; and providing the updated data file to the caller for storage.
 2. The method of claim 1, further comprising obtaining a data file template from the caller during the first telephone call.
 3. The method of claim 1, wherein: the first telephone call and the subsequent telephone call comprise voice communication sessions; and the providing the data file to the caller, the obtaining the data file from the caller, and the providing the updated data file to the caller comprise data transfer sessions established concurrently with respective voice communication sessions.
 4. The method of claim 3, wherein the voice communication sessions and the the data transfer sessions are established using a common telecommunications line.
 5. The method of claim 3, wherein the voice communications sessions and the data transfer sessions are established using separate telecommunications lines.
 6. The method of claim 1, wherein the caller information comprises caller profile information.
 7. The method of claim 1, wherein the data file comprises a cookie file.
 8. A computer readable medium tangibly embodying a program of instructions, said program of instructions comprising: at least one instruction to obtain caller information associated with a caller during a first telephone call; at least one instruction to place the caller information in a data file during the first telephone call; at least one instruction to provide, during the first telephone call, the data file to the caller for storage; at least one instruction to obtain, during a subsequent telephone call, the data file from the caller to determine the caller information; at least one instruction to update the data file during the subsequent telephone call if the caller information is modified; and at least one instruction to provide the updated data file to the caller during the subsequent telephone call.
 9. The computer readable medium of claim 8, further comprising at least one instruction to obtain a data file template from the caller during the first telephone call.
 10. The computer readable medium of claim 8, wherein the first telephone call and the subsequent telephone call comprise voice communication sessions, the computer readable medium further comprising: at least one instruction to establish a data transfer session concurrently with respective voice communication sessions.
 11. The computer readable medium of claim 10, wherein the at least one instruction to establish a data transfer session is configured to establish the data transfer session over the same telecommunications line used for the respective voice communication session.
 12. The computer readable medium of claim 10, wherein the at least one instruction to establish a data transfer session is configured to establish the data transfer session over a telecommunications line separate from the telecommunications line used for the respective voice communication session.
 13. The computer readable medium of claim 8, wherein the caller information comprises caller profile information.
 14. The computer readable medium of claim 8, wherein the data file comprises a cookie file.
 15. A call servicing system comprising: a voice subsystem to provide a voice communications channel between an operator and a caller; a data subsystem to provide data transfer between the caller service system and a caller; and a program of instructions comprising: at least one instruction to obtain a data file from the caller during a telephone call; at least one instruction to alter the data file to include caller profile information; and at least one instruction to providing the updated data file to the caller during the telephone call.
 16. The call servicing system of claim 15, wherein the voice subsystem and the data subsystem are coupled to a common telecommunications line.
 17. The call servicing system of claim 16, wherein the data subsystem comprises a digital subscriber link modem.
 18. The call servicing system of claim 17, wherein the voice subsystem and the data subsystem are coupled to separate telecommunications lines.
 19. The call servicing system of claim 15, wherein the data file comprises a cookie file.
 20. The call servicing system of claim 15, wherein the program of instructions further comprises at least one instruction to route a call to an operator based on the data file obtained from the caller. 